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VERSION 3.0
REPLAY PLUS
®
TECHNICIAN ’S
GUIDE
SM-300671-TECH
T ECHNICIAN’S GUIDE
First Edition
CHAPTER•1 CHAPTER•5
CONTENTS iii
CONTENTS
C H A P T E R • 10 C H A P T E R • 13
Adding hotel guest mailboxes ........... 206 Adding and setting up personal
Building a hotel information fax boxes ............................................ 244
service ................................................ 207 Setting up fax mail notification
Installing the Multilingual Guest and delivery ....................................... 246
Conversation package ....................... 208
C H A P T E R • 17
CONTENTS v
CONTENTS
Resolving communication
parameters problems for a
PMS Integration ................................. 288
Troubleshooting Active Fax ............... 292
Troubleshooting Rnet ......................... 298
APPENDIX•A
APPENDIX•B
APPENDIX•C
Laptop Access
The optional Laptop Access package
allows you to connect a second com-
puter (typically a laptop) to the voice
messaging computer to perform system
maintenance. Laptop Access is designed
for voice messaging systems that do not
have a monitor, mouse, and keyboard.
Replay® Plus 6.71 offers all the features that Monitor and keyboard no longer
are new to Replay 3.0 and the following required
additional features: Both monitor and keyboard are op-
tional, since you can perform system
Frequency-based call progress maintenance by using the system
Where available, Bicom voice boards manager conversation, a LAN connec-
can now be used in the voice messaging tion, a modem connection, or Laptop
system. Bicom boards offer frequency- Access.
and cadence-based call progress func-
tionality. Monitor, PS/2 mouse, and keyboard
A monitor, PS/2 mouse, and keyboard
System manager conversation can be purchased as an optional
You can use the system manager conver- package.
sation to maintain your system over the
telephone.
The chapters and topics that you use in the Optional packages
Technician’s Guide depend on the type of
✆ Active Fax
installation you are doing and whether or
not you are installing one or more optional ✆ Additional system languages
packages.
✆ Automatic Rep Log Collection
As you follow the procedures for your type
✆ Hospitality
of installation, look for symbols that stand
for the optional packages you are installing. ✆ Laptop Access
When you see these symbols, complete the
✆ Multilingual Guest Conversation
instructions in the paragraph below the
symbol before continuing with the ✆ Network Access
installation.
✆ PMS Integration
✆ Rnet
✆ Tape Backup
Assembling a kit
ASSEMBLING A KIT 11
Computer requirements
The voice messaging system must be Note Active Voice® cannot guarantee
installed on a personal computer that meets software compatibility with equipment
the minimum requirements. Additional provided by a separate vendor. The vendor
requirements are needed for some optional is responsible for troubleshooting and
packages. configuring any hardware not purchased
from or approved by Active Voice.
Minimum requirements
❑ 2–8 voice port system: 386SX/40 CPU Tips
with 4 MB RAM
◆ You can improve performance by
❑ 12–16 voice port system: 386DX/33 with purchasing a computer with a faster
8 MB RAM CPU.
(a 486DX2/66 is strongly recommended)
◆ When purchasing a computer, consider
❑ A D000 memory segment available for the supplier’s reliability, reputation, and
voice boards ability to provide effective technical
support and customer service.
❑ MS-DOS version 6.22 or higher, includ-
ing a manual and the installation disks ✆ Additional requirements for Active Fax
❑ Monitor, mouse, and keyboard (only for ❑ 8 MB total RAM for 6–16 voice port
installation and maintenance) systems
❑ VGA video adapter that supports stan- ❑ One or more ISA, full-length expansion
dard VGA mode 640 x 480 slots to accommodate the fax boards
❑ One parallel port ✆ PMS Integration
Before continuing with the installation,
❑ Enough ISA, full-length expansion slots
verify that the property management
❑ Approved internal or external modem system meets requirements by reading
for Remote Maintenance (all Active Voice “Verifying PMS requirements and
modems are approved) features” in Chapter 15, “Installing the
optional PMS Integration package.”
❑ 3.5-inch, 1.44 MB high-density disk drive
designated as A
❑ One-partition hard disk with a 700 KB/
sec or faster data transfer rate and access
time of 17 msec or less
ASSEMBLING A KIT 13
Preparing the hard disk
1 Insert MS-DOS Disk 1 into drive A and 7 Wait about two minutes while the
press the computer’s reset button. MS-DOS Install program automatically
creates one partition and formats the
2 When the message “Starting MS-DOS”
hard disk.
appears, press F5 to bypass the auto-
matic install process. 8 At the System Settings screen, verify
that the “Date/Time” field displays the
3 At the command prompt A:\, type FDISK
correct time and date. Adjust the time
and press ENTER.
and date, if needed.
4 Delete all partitions that currently exist
9 Follow the on-screen prompts to
on the hard disk.
continue installing MS-DOS 6.22.
5 Exit the FDISK utility.
Note After installing MS-DOS, do not use
6 Press the computer’s reset button. the DriveSpace or MemMaker utilities.
ASSEMBLING A KIT 15
Installing hardware components
See also
Hardware IRQ and
base address settings ............................... 305
Hardware documentation ........................ 313
ASSEMBLING A KIT 17
Installing the voice messaging software
A The system key plugs into the B If a device (for example, a printer cable)
computer’s parallel port. Without the is already plugged into your computer’s
system key, the voice messaging system parallel port, you must unplug the
only operates as a demonstration unit. device, plug the key into the parallel
port, and reconnect the device into the
female end of the key.
ASSEMBLING A KIT 19
C H A P T E R • 3
Installing
VoiceMate or an
assembled kit
This chapter describes how to install VoiceMate Installing and testing the system key ................. 22
or an assembled kit at the installation site.
Programming the telephone system .................. 26
Note If you are installing an assembled The system key must be properly installed
kit, the system key is already installed. before the voice messaging system can
Continue the installation by referring to answer calls. The system will only operate
“Programming the telephone system” later as a demonstration copy without the system
in this chapter. key.
A The system key plugs into the B If a device (for example, a printer cable)
computer’s parallel port. Without the is already plugged into your computer’s
system key, the voice messaging system parallel port, you must unplug the
only operates as a demonstration unit. device, plug the key into the parallel
port, and reconnect the device into the
female end of the key.
1 With the computer off, locate the 1 Turn on the computer. Watch as several
computer’s parallel port. messages appear on the screen and the
voice messaging system starts.
2 If there is a cable (for example, a printer
cable) connected to the parallel port, 2 Verify that the key is properly installed.
disconnect it.
If the words DEMONSTRATION COPY,
3 Plug the male end of the system key into SYSTEM KEY NOT FOUND appear on
the parallel port. the system’s Banner screen, the system
key is not properly installed.
4 Tighten the screws to firmly attach the
key to the parallel port.
5 Reconnect the cable to the system key, if
applicable.
1 Verify that the label on your system 4 If the system still starts as a demonstra-
key matches the number of ports and tion copy, look for another parallel port
optional packages (if any) installed on the voice messaging computer. If
on your system. there is more than one parallel port, put
the system key on that port and start the
2 Verify that the system key is firmly
computer again. If the computer starts as
connected to the parallel port.
a regular (not demonstration) unit, then
3 Exit to DOS by choosing “Shut down” continue with the next step in the
on the Banner screen. Press installation.
CTRL+ALT+DELETE to restart the system.
5 If the system still starts as a demonstra-
If the system starts as a regular (not
tion copy, contact Technical Support.
demonstration) unit, then continue
with the next step in the installation.
As you program the telephone system, keep To program the telephone system
in mind that the voice messaging system
offers several features that take advantage 1 Define the hardware
of special capabilities found on your You must tell the telephone system
telephone system: software which boards and other special
telephone system hardware you have
• Message Waiting Indication via message
added or enabled.
waiting lamps or special dial tones
• Automatic Call Forwarding to your 2 Assign the extension numbers and hunt
personal greeting groups
Program which extension numbers will
• Easy Message Access via programmable
ring the voice messaging system through
keys at each extension
the analog ports. As you do this, you will
also program the hunting order for these
extensions.
When programming the hunt group, we
recommend a terminal hunt rather than
a circular or call distribution hunt group.
This is because voice messaging ports
are typically set up so that the first ports
handle incoming calls while the last port
handles tasks which require the voice
messaging to dial out (for example,
lighting lamps and delivering mes-
sages). With this setup, a terminal group
assists the ports in performing their jobs
effectively and efficiently, because
incoming calls will usually go to the first
few ports, leaving the last port open to
handle outdialing tasks.
External lines
Analog
extensions
Operator console
A C
D
B
A When a port is not in use, the port’s C When the port is in use, a message
status setting appears. appears to indicate what action is
occurring on the port. For example, on
B The number of ports installed on your
port 3, the voice messaging system has
system will appear.
transferred a call to the opening box.
D This port is transferring a call to exten-
sion 345.
Updating an
existing voice
messaging
system
This version of the voice messaging system ✆ Additional requirements for Active Fax
software must be installed on a personal
❑ A 2–4 port system with the Active Fax
computer that meets the minimum require-
package installed requires 4 MB.
ments. Additional requirements are needed
for some optional packages. ❑ A 6 or more port system with the Active
Fax package installed requires 8 MB.
Minimum requirements
✆ PMS Integration
❑ MS-DOS version 6.22 or higher. If your system does not currently have
the optional PMS Integration package
❑ 2–8 voice port system: 386SX/40 CPU
installed, and you are adding this
with 4 MB RAM.
package during the update, check to see
12–16 voice port system: 386DX/33 with
that the property management system
8 MB RAM
meets requirements by reading “Verify-
(a 486DX2/66 is strongly recom-
ing PMS requirements and features” in
mended).
Chapter 15, “Installing the optional PMS
❑ An approved internal or external, 100% Integration package.”
Hayes-compatible modem, 14,400 baud
Note If you are adding one or more
or higher (all Active Voice modems are
optional packages to an existing system at
approved).
the same time you are updating the voice
❑ The system must not be using the MS- messaging software, refer to “Installing
DOS DoubleSpace or DriveSpace hardware components” in Chapter 5,
utilities. “Adding optional packages or hardware to
an existing system.” Install any required
❑ The system must not be using the
hardware components before continuing
MemMaker utility.
with the update.
Note External modems require a serial
port with 16550 UART support. Refer to
Appendix A, “Hardware IRQ and base
address settings” to verify that IRQ levels
are correct for the modem.
See also
Backing up the system ............................. 143
This topic explains where to look on the If you are updating from Replay
new console for fields relating to the
The opening greeting and Greeting keys,
opening greeting.
previously accessed by telephone using the
system manager conversation, now appear
If you are updating from Replay Plus on the console as transaction boxes. To view
these boxes, go to the Screen menu and
Opening greeting prompts previously
choose Call Handling>Transaction Boxes.
recorded in lines 10, 11, and 12 of
The opening greeting will be displayed as
EasyMade® Application Setup Page 2 now
the transaction box named “$GREETINGS.”
appear as the “Opening line” prompt set on
The former Greeting keys will now be
the Voice Prompts>Prompt Sets screen. To
displayed as the transaction boxes named
view each prompt, choose “Opening line
91001 through 91009.
(OP)” on the Prompt Sets screen. Lines 10,
11, and 12 are displayed as Prompts OP001, Note Replay 3.0 has a limit of 15 transac-
OP002, and OP003, respectively. tion boxes. If the total number of Greeting
keys plus transaction boxes on the updated
System IDs typed in the “ID if no TTs” field
system is greater than 15, the update erases
(line 13) of EasyMade Application Setup
all Greeting keys. If any Greeting keys are
Page 2 now appear on the Application
not displayed as transaction boxes, you may
Setup>Port Settings screen in the fields
need to reconstruct your opening greeting
“Night opening ID” and “Day opening ID.”
after the update. If you are not sure how the
limit affects you, call Sales Support.
Adding optional
packages or
hardware to an
existing system
✆ PMS Integration
Before continuing with the installation,
verify that the property management
system meets requirements by reading
“Verifying PMS requirements and
features” in Chapter 15, “Installing the
optional PMS Integration package.”
Refer to the following tables to determine Note Active Voice cannot guarantee
whether the package you are adding software compatibility with equipment
requires additional hardware. provided by a separate vendor. The vendor
is responsible for troubleshooting and
Complete the hardware tasks for each
configuring any hardware not purchased
optional package you are installing before
from or approved by Active Voice.
continuing to the next topic in this chapter.
For each hardware component required,
verify that IRQ levels are correct by referring
to Appendix A, “Hardware IRQ and base
address settings.”
Optional packages available with Replay 3.0 and Replay 6.71 systems
Optional package or Hardware task Where to go
hardware
Network Access package Install a network card Appendix C, “Hardware
documentation”
Additional voice boards Install voice boards Appendix C, “Hardware
(new voice boards must documentation”
be same type as current
boards)
Additional system None
language
Tape Backup package Install the tape drive “Using tape backup” in
Appendix C, “Hardware
documentation”
Extended Toolkit None
✆ PMS Integration
If you are adding the optional PMS
Integration package during the update,
verify that the property management
system meets requirements by reading
“Verifying PMS requirements and
features” in Chapter 15, “Installing the
optional PMS Integration package.”
After installing the hardware, you must Task A: Reprogram the system key
reconfigure your system. For some pack-
• Active Fax package
ages, you reconfigure the system by repro-
gramming the system key. For other pack- • Additional voice boards (new voice
ages, you must install additional software boards must be the same type as the
from a disk. For the Active Fax and PMS current boards)
Integration packages, you must do both
• Hospitality package
tasks.
• Network Access package
Look at the following lists of packages and
hardware to determine which tasks you • PMS Integration package
must complete. Then refer to the detailed
• Rnet package
procedures in this topic to complete the
tasks.
Task B: Install software from a disk
✆ PMS Integration
• Active Fax package [Fax Board Disk]
If you are installing the optional
PMS Integration package, fill out the • Additional system language [Language
worksheet as described in the topic Disks]
“Identifying settings for the software
• Extended Toolkit [Extended Toolkit Disk]
installation” in Chapter 15 before
installing the voice messaging software. • PMS Integration package [PMS Disk]
• Tape Backup package [Tape Backup
Disk]
If you are adding any of the following ✆ Active Fax or additional fax ports
packages or hardware, you must make Connect one telephone extension to
connections between the voice messaging each fax board.
computer and other systems.
✆ Additional voice boards
• Active Fax package Plug the telephone lines into the jacks at
the back of the voice boards. For details
• Additional fax ports on a system that
about connections for your type of voice
already has the Active Fax package
board, see Appendix C, “Hardware
• Additional voice boards documentation.”
• Network Access package ✆ Network Access
Plug the LAN (local area network) cord
• PMS Integration package
into the voice messaging computer’s
network interface card.
✆ PMS Integration
You must refer to the appropriate topic
in Chapter 15, “Installing the optional
PMS Integration package” for instruc-
tions on how to make a serial connec-
tion between the voice messaging
system and a telephone system or
property management system. The topic
you refer to depends on whether you are
using a serial telephone integration, the
Hitachi/WelCOMM package, or a PMS
Integration only.
Fundamental
system features
After deciding what functions the voice Note The Technician’s Guide provides
messaging system will perform, you and instructions for setting up the voice mail,
your customer can plan details about the automated attendant, and fax detect func-
system setup. Plan the details on paper by tions. Refer to the System Manager’s Guide,
using the worksheets to record your deci- Chapter 8, “Expanding your system with
sions about how the system will be set up. transaction boxes,” for instructions on
Then transfer these decisions to the setting up audiotext menus by using
console. transaction boxes.
Planning strategies for system IDs Do you want system IDs that callers
cannot dial from a telephone?
How many system IDs do you need? If so, create a system ID beginning with
The number of digits you plan to have a dollar sign ($). Since the dollar sign
in a system ID determines the possible cannot be entered from a telephone
number of unique IDs. For example, keypad, callers cannot enter the
a three-digit ID plan provides 1,000 system ID.
unique system IDs, whereas a five-digit
ID plan provides 100,000. Should you assign a range of IDs for a
particular purpose?
Is the system ID for the Operator box a For example, consider reserving a
single digit, such as “0”? specific range of IDs (6100–6199) to be
If the system ID for the Operator box is a used as guest personal IDs.
single digit, no other ID can begin with
that digit, so the total number of avail-
able IDs decreases. For example, a
three-digit ID plan would only provide
900 unique system IDs.
See also
Transfer types ............................................. 58
Transfer-greeting-action structure
Transfer
Take message
Say goodbye
Disconnect
Restart
Operator
Route to ID
When call transfer is turned on for a box, The transfer type you choose depends on:
you must specify a transfer type. If you
• Whether you want to use the call holding
choose “Await answer” or “Wait for ringback”
feature.
as a transfer type, you must also specify the
number of rings the voice messaging • Whether you want to use the call screen-
system waits before considering an ing feature.
extension to be unanswered.
• What telephone system features you
decide to use.
Call Transfer is ON
Busy or no answer
Call Call
holding holding
Call goes through to personal greeting The telephone system handles the call
Many telephone systems require that a Two ways to set up the system to dial
special digit be dialed—typically 9—for external numbers
callers to access an external line. This digit
is called the outdial access code. Specify a global outdial access code
When you set up the voice messaging
When the voice messaging system needs
system to work with your telephone
to access an external line (for example,
system, a global outdial access code is
when the system dials a subscriber’s home
specified automatically (usually 9). This
number to deliver messages), it also
code appears on the Telephone System
must dial this code.
Setup screen in the “Outdial access”
field. When this field is filled in, the
system automatically adds the field’s
setting to every dialing string that is
longer than the number of digits speci-
fied in the “Override outdial length
default/digits” field. This field is on the
Telephone System Setup>Integration
Options screen.
Configuring
general system
settings
Overview
The following procedure explains how to
use the worksheets in this chapter to help
plan and set up your voice messaging
system.
Global Settings
A Maximum message life Call report aging Active keypad: B
days days
D System IDs
ID for Alpha Directory ❑ Auto transfer to extension System ID for numbered E
when only one match groups
Recording Settings
Maximum screening Maximum ID attempts Route bad ID attempts
recording to
seconds F
❑ Beep when recording Time to wait for recording Maximum subscriber to
G begins to begin subscriber message
seconds seconds
Amount to skip back/ Pause length to end Pause length to end
forward on rewind/fast- messages shorter than 30 messages longer than 30
forward seconds seconds
seconds seconds seconds
H Disk full warning when minutes left
Miscellaneous Settings
I Startup Options Voice error notices to J
Personal ID(s)
Record basic information about the site and A Company name of the site where the
telephone system so it is easily accessible to voice messaging system is installed.
a technician.
B Name and phone number of the contact
person at the site, usually the system
manager.
C Telephone number that external callers
use to reach the voice messaging system.
Leave this field blank if the voice mes-
saging system will only answer for-
warded calls.
D Number of external lines that the voice
messaging system will answer.
E Published telephone numbers (other
than the external line pilot number) that
external callers dial to reach the system.
Include 800 numbers and service
numbers.
F The extension or telephone number
subscribers dial to reach the voice
messaging system internally. This
number is also called the “master
hunt group number.”
A Site name
B Contact Phone
System ID conflicts
After changing the keypad map with the
REMAP utility, system IDs may no longer
be unique. If remapping causes system ID
conflicts, the REMAP utility displays an error
message and creates a record of the con-
flicts in the file REMAP.LOG. You must
resolve all ID conflicts before the REMAP
utility will change the keypad map.
Keypad maps
PRS TUV WXY PRS TUV WXY PRS TUV WXY STU VWX YZ
QZ ÄÖÔ
W ildcard=1 No W ildcard
W ildcard = 1 W ildcard = 0 W ildcard = 1 (for groups only)
See also
Configuring system-wide options ............. 66
Setting up the
basic application
Transfer Action
The opening greeting transaction box is Overview: Modifying the Opening box
what the voice messaging system uses to
If the system uses the automated attendant
greet callers. It also offers them options
feature to answer incoming calls, you must
such as to be transferred to an extension, to
modify the Opening box for your customer’s
listen to a directory listing, or to be trans-
organization. Use Worksheet 3 to record
ferred to an operator.
your decisions about the opening greeting
Every system has a default opening greeting transaction box.
transaction box called the Opening box. By
default, all voice messaging ports are set up 1 Specify a schedule for the box.
to answer incoming calls with the greetings
stored in this box. You can customize this 2 Write the greeting.
box to meet your customer’s needs.
3 Decide how to handle callers who do not
Default settings for the Opening box press a touchtone key during the
greeting.
• The box’s system ID is $GREETING.
• The box contains prerecorded day and
night greetings.
• Callers who do not press a touchtone
key during the greeting are transferred to
the operator when the system operates
in day mode (during business hours)
and to the Public Interview box ($PM)
when the system operates in night mode
(after business hours).
❑ Night greeting
Action after greeting (Day mode) Action after greeting (Night mode) D
A Schedule
B Day greeting
C Night greeting
D Action after greeting
See also
The transfer-greeting-action structure ...... 56
Setting up the voice ports ........................ 100
Setting up system schedules .................... 106
See also
Setting up numeric
directory assistance ................................... 82
Numeric directory assistance allows exter- 4 When planning the opening greeting,
nal callers to press numbers instead of include instructions for accessing
letters to look up a subscriber’s extension. numeric directory assistance.
This option is useful if the majority of
external callers have telephone keypads 5 If you are not grouping subscribers by
with numbers only. department, rerecord prompt DR008.
Note Numeric directory assistance must
6 Test numeric directory.
be set up and maintained at the console.
Unlike automatic directory assistance,
group members cannot remove themselves Plan the structure for your numeric
from the directory by accessing their setup directory menu
options by telephone.
With numeric directory assistance, you must
group subscribers by a common character-
istic such as department or the first letter of
Overview
a last name. These groupings are called
These steps provide an overview for setting “directory groups.”
up numeric directory assistance.
After dividing subscribers into directory
groups, you create a directory menu. The
1 Plan the structure of the numeric
directory menu associates a touchtone with
directory.
a group, so callers can press a touchtone key
to select a group and hear a listing of all
2 Record information about each directory
names and extensions in that group.
group on worksheet 4a and transfer the
information to the console. Tip It may help to sketch a flowchart that
shows how many directory groups are
3 Record information about the directory accessible from the directory menu and
menu on worksheet 4b and transfer the which touchtone corresponds to each
information to the console. group.
Opening greeting
“You may dial the extension at any time. “You may dial the extension at any time.”
GROUPS>DIRECTORY GROUPS
B Directory ID
C Voice name
D Members’ names
Directory ID
Specify a system ID for the directory
menu. This is the system ID callers enter
to hear the menu of directory group
choices. The directory ID for the default
directory menu is 411.
Voice name
Write the recorded name for the direc-
tory menu.
Directory name
Assign a directory group to each
touchtone key. The recorded menu that
callers hear when accessing the directory
menu is built by using the information
in this field. For example, if the directory
group with the recorded name Technical
Support is assigned key 1, and a direc-
tory group with recorded name Sales is
assigned key 2, then if a caller accesses
the directory menu, the system says:
For Technical Support, press 1. For Sales,
press 2.
See also
Setting up automatic
directory assistance .................................... 80
A System ID
B Voice name
C Transfer action
D Holding
E Greeting and Action after greeting
System Operator
A System ID Voice Name B
Alternate System IDs for Special Operators Schedule No.
on Each Port
Call Transfer
Transfer Options
System ID
To transfer callers to the operator’s extension:
The touchtone keys that callers press to
1 Select the “Transfer to” check box for
reach the Operator box are known as the
each mode during which the operator is
system ID. Usually the system ID is one
available. For example, if the operator is
touchtone key, such as 0 (zero), but you can
only available when day mode is active,
use any touchtone keys you want. If you do
select the “Day transfer to” check box
use one touchtone key for the Operator box
only.
system ID, remember that no other system
IDs can begin with this digit. 2 For each mode that the operator is
available, type the operator’s extension
in the “Transfer to” field. Usually this
Voice name
extension is 0.
Decide what recorded name you would like
3 Select a transfer type.
for the Operator box. The default voice
name is Operator. 4 If you select “Await answer” or “Wait for
ringback” as a transfer type, write the
number of rings the voice messaging
Transfer action
system waits before it considers the
During the hours when an operator is call to be unanswered. The minimum
available (usually during business hours number is three. The recommended
when day mode is active), you can transfer value is three or four.
callers to the operator’s extension for per-
5 Under “Transfer introduction” write
sonal assistance. If you do not set up the
what you would like callers to hear
Operator box to transfer callers, they will
before they are transferred to the
immediately hear the greeting and the
operator. For example, you may want
system will take the action you specify
callers to hear the words: An operator
in the “Action after greeting” field.
will be right with you. If you do not
specify a transfer introduction, callers
will hear: I’ll transfer you now.
See also
System IDs .................................................. 54
Transfer types ............................................. 58
With the Public Fax box, you can set up the Overview
voice messaging system to detect when a fax
is coming in, transfer the incoming fax to a 1 Decide whether you want to set up
fax machine, and notify a subscriber that a the system for manual fax detection,
fax has arrived. This feature eliminates the automatic fax detection, or both.
need for a dedicated telephone line to the
fax machine. 2 Use Worksheet 6 to record how you
want to set up the Public Fax box.
Note To use the Public Fax box, the fax
machine must be set up as an extension
3 Connect the fax machine.
on the telephone system.
Connect the fax machine to the tele-
phone extension that is specified in the
“Transfer to fax machine at” field on the
Application Setup>Public Settings
screen.
Transfer Action
A Fax ID D Action
B Voice name E Notification of faxes
C Transfer F Holding
Fax ID Transfer
Record the unique system ID for the Public To set up the Public Fax box to transfer faxes
Fax box. to the fax machine’s extension, you must do
the following:
For manual fax detection, the fax ID cannot
have the dollar sign ($) at the beginning of • Select the “Transfer to fax machine at”
the ID, since callers sending manual faxes check box and type the fax machine’s
must enter the system ID during the open- extension in the adjacent field.
ing greeting.
• Select a transfer type.
• If you select “Await answer” or “Wait for
Voice name
ringback” as a transfer type, write the
This is the fax box’s recorded name. The number of rings the voice messaging
default voice name is: The Public Fax box. system waits before it assumes the fax
machine is not going to answer the call.
For “Wait for ringback,” the number of
rings must be at least three.
See also
The transfer-greeting-action structure ...... 56
Transfer types ............................................. 58
System IDs .................................................. 54
Configuring settings for
public messages ......................................... 98
You can use Worksheet 7 to specify how Only subscribers with the “Receives public
long you want the system to save public messages” or “Notified of public messages“
messages. check boxes selected on the Subscriber>
Access Options screen can listen to public
A public message is any message left in
messages.
these boxes:
• Operator box
• Public Fax box
• Public Interview box
Public Messages
A Public message Hold Time days
A The number of days the system B The number of days the system
saves a public message that has saves a public message that is
been listened to but not archived. archived. Archived messages older
Public messages older than this than this number of days are deleted
number of days are deleted at at midnight.
midnight.
Default ❑ /❑/ ❑
1 ❑ /❑/ ❑
2 ❑ /❑/ ❑
3 ❑ /❑/ ❑
4 ❑ /❑/ ❑
5 ❑ /❑/ ❑
6 ❑ /❑/ ❑
7 ❑ /❑/ ❑
8 ❑ /❑/ ❑
Status Description
Answer only Voice port is used to answer incoming calls only.
Answer/dial out Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out to activate message waiting
indicators and deliver messages.
Answer/lamps Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out only to activate message
waiting indicators.
Answer/messages Voice port is used to answer incoming calls. When there are no
incoming calls, the port dials out only to deliver new messages.
Busy Voice port remains off-hook. This status is used when you are
testing the port or temporarily have it off -line.
Dial out only Voice port is used to dial out to activate message waiting
indicators and to deliver new messages.
Lamps only Voice port is used to dial out only to activate message waiting
indicators.
Messages only Voice port is used to dial out only to deliver new messages.
DID n digits Voice port is used to answer direct-inward-dial (DID) calls,
where n represents the number of DID digits expected on the
port.
See also
Setting up system schedules .................... 106
A Schedule 1
From Until
❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su
From Until
❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su
From Until
❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su
❑ Ignore holidays
B Schedule 4
❑ Day ❑ Night
A Schedule 1 C Holidays
B Schedule 4 D Daylight saving time
Setting up voice
mail for
subscribers
Using the worksheets ......................................... 112 Configuring access options ............................... 126
Setting up the default subscriber screens ....... 114 Deciding how to enroll subscribers .................. 130
Configuring call transfer settings ...................... 116 Adding subscribers ............................................. 132
Configuring the options for action after Assigning system manager status ..................... 134
greeting and messages ..................................... 120
Setting up message groups .............................. 136
Configuring message notification and
delivery options .................................................. 122 Providing personal call handling
for guests ............................................................ 140
Release
Rings 3
State to whom the call is directed State to whom the call is directed
Ask for name, save with message Ask for name, save with message
The five default subscriber screens make Overview: Setting up voice mail
it easy to set up mailboxes for subscribers.
These screens contain options for setting up 1 Configure the “personal ID” field on the
different voice mail functions. Every new Default Subscriber screen.
subscriber is created with the settings from Configure this field only if you want to
the default subscriber screens, so it is best create personal IDs based on extensions.
to set them up before you enroll subscrib-
ers. You can always customize individual 2 Configure the five default subscriber
subscriber settings later. screens.
Use the topics and worksheets in this
chapter to configure the default sub-
Creating a unique personal ID for each
scriber with settings that represent the
subscriber
way most subscribers will be configured.
Each subscriber must have a unique
personal ID. A fast and effective way to 3 Add Subscribers.
create unique personal IDs is to add a
digit to the beginning of each subscriber’s 4 Customize each individual subscriber’s
extension. For example, if the extension is screens.
345, then the personal ID would be 9345 (9 Use the topics and worksheets in this
+ 345). This method is beneficial because it chapter to change a subscriber’s indi-
makes it easy for subscribers to remember vidual settings, as needed.
their personal ID.
The most efficient method for setting up
personal IDs based on extensions is to
use the “Personal ID” field on the Default
Subscriber Summary screen. Simply write
the prefix digit (for example, 9) followed by
an X in this field.
Personal ID
You must decide how you want the voice Transfer Action
messaging system to handle calls that are
On the worksheet, record whether or not
transferred to a subscriber’s mailbox.
you want the voice messaging system to
transfer callers to a telephone extension.
If you want the system to transfer calls to
the subscriber’s telephone extension:
• Select the “Transfer calls through to”
check box and write X in the field.
• Select a transfer type.
• If you select “Await answer” or “Wait for
ringback” as a transfer type, write the
number of rings the voice messaging
system waits before it assumes the call
is not being answered.
If you do not want the system to transfer
calls to a telephone extension (the caller
goes directly to the greeting), do not select
the “Transfer calls through to” check box.
If you turn off call transfer, callers may leave
a message in a subscriber’s voice mailbox,
but they cannot reach a subscriber’s exten-
sion without going through the operator.
A Transfer Action
B Holding
C Transfer Options and Screening
Options
Holding
If a caller is transferred to a busy extension,
the voice messaging system can offer callers
the option of holding. Select “Allow holding
when line is busy” if you want to use this
holding option. You can also specify a call
holding type to accommodate callers with
either touchtone telephones or rotary
telephones.
• Select “Touchtone” if callers press a
touchtone key to hold.
• Select “Voice-detect holding” if callers
say “Yes” to hold.
Note To use the holding feature, the call
transfer type must be “Await answer” or
“Wait for ringback.”
See also
The transfer-greeting-action
structure ...................................................... 56
Transfer types ............................................. 58
Configuring access options ..................... 126
You must decide how you want the system Message Options
to handle a call after the caller hears the
You can set up the system to offer callers
greeting and after the caller leaves a mes-
thechance to review and edit their messages
sage. You can also define certain message
before sending them, and you can specify a
options. Record your decisions on the
limit on the length a message can be.
worksheet.
You can also set up the system to automati-
cally mark all external calls as urgent or give
Action after greeting
callers the option of marking messages
Decide what action you want the system to urgent.
take after the greeting is played. Usually the
action is to take a message.
Message Life
You can set time limits for saving old
Action after message
messages and archived messages on the
If you select “Take message” as the action hard disk. If you write 0, messages are saved
after the greeting, then you must decide until midnight of the day they are sent.
what action the system takes after the
• Old messages are messages that the
message is recorded.
subscriber has listened to.
• Archived messages are messages the
subscriber wants to save.
See also
The transfer-greeting-action
structure ...................................................... 56
Action Action
❑ Take message ❑ Say good-bye
❑ Say good-bye ❑ Disconnect
❑ Disconnect ❑ Restart
❑ Restart ❑ Operator
❑ Operator
Route to ID Route to ID
You can set up the way the system notifies Message waiting indication
subscribers that they have messages
You can activate a message waiting
waiting. There are two methods. You
indicator at the subscriber’s extension
can use one method or both, depending
or at another extension.
on each subscriber’s needs.
• To activate a message waiting indicator
Message waiting indication at the subscriber’s extension, select the
With this type of notification, the system “Use message lamp” check box and write
activates a lamp or plays a special X in the “Message lamp extension” field.
dialtone to indicate that messages are
• To activate a message waiting indicator
waiting. Subscribers must dial the voice
at an extension other than the sub-
messaging system to retrieve messages.
scriber’s extension, select the “Use
message lamp” check box and write the
Message delivery
extension number in the “Message lamp
With this type of message notification,
extension” field.
the voice messaging system dials a
telephone number or extension to
deliver messages. When a person
answers the call, the system offers to
play the messages. Message delivery is
helpful when you need to work away
from your desk or if your extension does
not have message waiting indicators.
Message Delivery
C
Work Phone From Until Rings every minutes
❑ M ❑ T ❑ W ❑ Th ❑ F ❑ S ❑ Su Batch delay minutes
❑ Each batch urgent
See also
Dialing external telephone numbers ........ 60
Setting up the voice ports ........................ 100
Online Help: Setting up subscriber
default notification
Online Help: Setting up a subscriber’s
message notification options
A Conversation Receipts B
❑ Enroll when calling for the first time ❑ Return receipt request allowed
❑ Restricted from changing setup ❑ Urgent messages allowed
❑ Greeting changes allowed ❑ Private messages allowed
❑ Call holding changes allowed ❑ Future delivery allowed
❑ Redirection of messages allowed
See also
Setting up automatic
directory assistance .................................... 80
Adding subscribers ................................... 132
Setting up message groups ...................... 136
See also
Online Help: Adding a subscriber
Subscribers
Extension ID Last name First name
During the installation, the system manager You must assign system manager status at
helps you plan how the system should be the console so this person is authorized to
set up. After installation, the system man- perform certain functions. Only a subscriber
ager is the on-site person responsible for with system manager status can sign in at
the daily management of the voice messag- the console or access the system manager
ing system. conversation to perform management
functions such as the following:
• Changing system fields
• Creating, modifying, or deleting
subscribers and transaction boxes
• Changing voice prompts by using
a local connection at the console
Group members F
See also
Configuring system-wide options ............. 66
Note You can have more than one mes- Distribution type
sage group with the same spelled name or
For each group you create, you must decide
numbered name. Subscribers choose the
how messages are distributed to group
correct group by listening to the group’s
members. There are two distribution
recorded name, just as they do when
methods.
choosing between subscribers with the
same last name.
Broadcast
Each group member receives the
Tip It is best not to use 1 or 0 in any group
message. This is useful for announce-
number since the system treats these as
ments that all group members need to
wildcard numbers.
hear.
Dispatch
Group type
Only the first person to listen to the
If the owner is a subscriber, decide whether message receives the message. This is
the group is open or private. If the owner is useful if each person in the group is
the system, the group is automatically an equally responsible for completing a
open group. task, such as responding to a customer
service request.
• Private groups are groups to which only
the owner can send messages.
Group members
• Open groups are groups to which
any authorized subscriber can send Record the names of subscribers who
messages. belong to a group. Any subscriber can be
part of a group. Guests can be members of a
group that is private and owned by their
Voice name
host.
Decide what the voice name (recorded
name) is for the group.
Host subscriber
Record the names of subscribers who want
to share two-way messages with guests.
Guest names
Write the guests’ names for each host. A
subscriber can have an unlimited number
of guests.
See also
Online Help: Adding subscribers and guests
Backing up
the system
The Toolkit utility offers different levels of The backup level you choose also depends
backups, so you can back up all or part of on what media (tape or floppy disks) you
the voice messaging system files. You can are saving the data on. Since some backups
also back up other hard disk files such as are large, it may not be efficient to save the
the MS-DOS operating system files. The data on floppy disks.
type of backup you choose depends on
Note Using floppy disks as the backup
what data you want to be able to restore
media requires that a person be on site to
quickly.
insert new disks into drive A for the dura-
tion of the backup.
See also
Deciding which files to back up ............. 144
Remote
Maintenance
Getting started on the support computer ....... 158 Restarting the host computer ........................... 175
Remote Maintenance allows you to trouble- You can perform the following tasks by
shoot and maintain a customer’s voice using Remote Maintenance:
messaging computer from a second, off-site
• View and update the host computer’s
computer. The two computers, referred to as
screens
the host computer and support computer,
communicate over a modem connection. • View and download the host computer’s
files
• Dial bulletin board services to gather
information or download files
Verify that both computers are ready for a Host Computer Requirements
Remote Maintenance session by checking
❑ A 100% Hayes-compatible modem,
the requirements and completing the tasks
14,400 baud or faster, is installed.
described in this topic.
VoiceMate packages come with the
approved modem installed.
❑ An analog telephone line is connected
to the computer’s modem.
❑ The host version of Remote Mainte-
nance is installed on the computer.
(Remote Maintenance is automatically
installed with the voice messaging
system.)
See also
Configuring the host computer’s
phone book entry ..................................... 154
Installing Remote Maintenance on the
support computer ..................................... 156
Configuring the support computer’s
phone book .............................................. 157
• Configure the host computer’s phone 1 Install the remote version of Remote
book entry. Maintenance.
The host computer’s phone book entry How to configure the host computer’s
is configured when you install the voice phone book entry
messaging system. Refer to the following
procedures if you need to change settings. Login and password
Type the login and password the support
computer must use to access the host
computer, or use the default values.
These values are case sensitive and must
be exactly the same on the host and
support computer’s phone books.
Port
Choose the COM port that is assigned to
the modem. Usually, this is COM2.
Baud
If you are using a 14,400 modem, set the
“Baud” field to 19,200. Remote Mainte-
nance uses this higher baud rate to
provide higher throughput for 14,400
modems. If the modem is a speed other
than 14,400 baud, specify the modem’s
actual baud rate.
Modem
Specify the modem type. If your modem
type is not listed, choose “Hayes
Extended.”
See also
Preparing both computers ....................... 152
See also
Configuring the support computer’s
phone book .............................................. 160
The support version of Remote Mainte- You do not need to reload Remote Mainte-
nance is a terminate-and-stay-resident nance unless you restart the computer or
(TSR) program. You must load it into the use the SUNLOAD command.
support computer’s memory before you
can use it. You can run other programs on
the computer when you are not using it
and access it as needed by pressing a
simple key combination.
See also
Making a connection ................................ 164
Getting started on the
support computer ..................................... 158
1 From the Main menu, press F2 to choose 6 Press B to choose the correct modem
“Call Menu.” speed. If you are using a 14,400-baud
modem, choose 19,200. Otherwise,
2 Press F3 to choose “Phone Book Menu.”
choose the modem’s actual baud rate.
3 Select “Default” from the phone book list
7 Press M to view a list of modem types.
and press F3.
8 Select the modem type the support
4 Press PAGE DOWN.
computer uses. If your modem is not
5 Verify that the number in the “Port” field listed, choose “Hayes Extended.” Press
is the same as the COM port you speci- F10 to save your changes.
fied when you installed Remote Mainte-
nance. To change the value, press P.
1 From the Main menu, press F2 to choose 6 If the host computer uses a different
“Call Menu.” password and login from the default
values, type the password and login
2 Press F3 to choose “Phone Book Menu.”
used. These two fields are case-sensitive
3 Press F1 to add a new phone book entry. and must exactly match the same fields
in the phone book entry on the host
4 Type a name for the host computer. For
computer.
example, type the name of the company
that owns the host computer. Press 7 Press F10 to save your changes.
ENTER .
8 Repeat steps 3–6 for each host computer
5 Type the phone number for the host that the support computer must call.
computer.
When you make a connection between Three options for connecting with the
the two computers, the support computer’s host computer
monitor displays what appears on the host
computer’s monitor. You navigate the host Call menu
computer’s screens with the support Use this option if you have multiple
computer’s keyboard. host computers and have configured a
separate phone book entry for each one.
Note Keystrokes from the host computer’s
keyboard only affect the host computer;
Voice switch
they do not affect the support computer.
Use this option when the host
computer’s modem cannot be dialed
Decide which of the following options best
directly (for example if an operator must
supports your situation. Then follow the
transfer the call to the modem’s exten-
related procedure to make a connection.
sion). A telephone handset must be
connected to the support computer’s
modem to use this option.
Quick connect
Use this option if you have only one
host computer or if you prefer to type a
telephone number each time you make
a connection.
See also
Configuring the support
computer’s phone book ........................... 160
To call a host computer by using the Call To call a host computer by using the Quick
Menu option Connect option
1 From the Main menu, press F2 to choose 1 From the Main menu, press F1 to choose
“Call Menu.” “Quick Connect.”
2 Select the phone book entry of the host 2 Type the host computer’s telephone
computer you want to call. number in the “Enter Telephone Num-
ber” field. Include any special dialing
3 Press F1.
characters.
4 Wait about 30 seconds for a connection.
3 Press ENTER.
The host computer’s screen appears.
4 Wait about 30 seconds for a connection.
The host computer’s screen appears.
To call a host computer by using the Voice
Switch option
See also
Ending a connection ................................ 167
E
A B
D C
See also
Managing files .......................................... 172
1 From the Main menu, press F3. 1 Place the cursor on the side of the File
Menu screen where you want to change
2 Change to the directory where the
the directory.
source files exist.
2 Press F2.
3 Place the cursor on the side of the screen
where the source files are displayed. 3 Press F3 to select “Change Drive/
Directory.”
4 Tag each file to be transferred by placing
the cursor on the file and pressing 4 Type the name of the drive and directory
ENTER . to which you want to change. Press
ENTER.
5 Confirm that the arrow centered
between the two sides is pointing
toward the destination side.
6 Verify that the directory displayed on the
destination side is where you want to
transfer the files.
7 Verify that the “Files selected” field at the
bottom of the screen displays the correct
number of files to be transferred.
8 Press F1 to start the transfer.
9 Verify that the transfer is complete by
confirming that the “Percent Complete”
field displays “100%.”
See also
Transferring files ....................................... 168
1 At the File Menu screen, place the cursor 1 At the File Menu screen, place the cursor
on the file you want to view. on the side of the screen where you want
to create a new directory.
2 Press ENTER to tag the file.
2 Verify that the drive and directory
3 Press F2.
displayed is the one for which you want
4 Press F5 to scroll through the file con- to create a new directory.
tents. Press the SPACE BAR to pause or
3 Press F2.
restart scrolling.
4 Press F4 to select “Make directory.”
5 Type the directory name and press
ENTER .
You can track information about Remote Tip Since the billing log is a text file, you
Maintenance sessions by using the billing can import this file into a database, spread-
log feature. The billing log stores the sheet, or word processing program to
following information about each format or examine the data.
connection:
• Name and telephone number of the host Characteristics of the billing log file
computer
• It is a text file consisting of fixed-length
• Identification code of the person who records.
conducted the session
• Each record contains 10 fields that store
• Comments about the session information about a single Remote
Maintenance connection.
• The date the call occurred
• Each record is separated by a carriage
• The start time, end time, and elapsed
return.
time of the connection
• The file is stored in the C:\REMOTE
directory on the support computer.
Field Description
Operator ID Three alphanumeric characters that identify who conducted the
Remote Maintenance session.
Name The name of the host computer as it appears in the support
computer’s phone book entry for that host computer.
Description The field used to keep notes about the session. You can type up to 27
characters.
Telephone The host computer’s telephone number as it appears in the support
number computer’s phone book entry.
Direction of the The computer initiating the call. “ORIG” indicates that the support
connection computer made the call. “RCVD” indicates that the support computer
received a call from the host computer.
Date The date the call was made in MMDDYY format.
Day of week The weekday the call was made, where 1 = Monday, 2= Tuesday, and
so on.
Start time The time the connection was made.
End time The time the connection ended.
Elapsed time The total time of the Remote Maintenance connection.
Overview
To turn on the billing log
This overview explains the general proce-
1 From the Main menu, press F8.
dure for tracking Remote Maintenance
sessions with the billing log. The following 2 Press F2 to select “Billing log.”
detailed procedures give specific instruc-
3 Type a name or use the default name
tions on how to use the billing log.
SESSION.LOG for the billing log file.
Then press ENTER.
1 Turn on the billing log.
While the billing log is on, a new record 4 Type a three-character operator ID.
is added to the billing log each time you
5 Make a connection with a host computer.
make a connection with a host computer.
To update the billing log when you end a To turn off the billing log
connection
1 From the Main menu, press F8.
1 Press F6 to disconnect from the host
2 Press F2 to select “Billing log.”
computer.
3 When you see the message “Billing LOG
2 When prompted, update the “Operator
is Active! Turn it off[Y/N]?,” press Y.
ID,” “Name,” and “Description” fields as
needed.
Tip You can type comments about the
session in the “Description” field.
See also
Configuring the support computer’s
phone book .............................................. 160
To set up a TOPTIONS phone book entry To call a BBS or other computer by using
TOPTIONS
1 Access the Phone Book Entry screen.
1 Start Remote Maintenance if it is not
2 In the “Name” field, type the name of the
already running. Make sure you are at
BBS you want to connect to.
the command prompt in the directory
3 Complete the rest of the entry as usual. used by the Remote Maintenance
software.
4 Complete the COM Port section of the
screen. 2 Type RR and press ENTER.
5 Press T to select the “Term” field. 3 Press ALT+LEFT SHIFT to display the Main
menu.
6 Press T repeatedly to display VT100.
4 Press F2 to choose “Call Menu.”
7 Press F10 to save.
5 Highlight the phone book entry you set
up in the previous section.
6 Press F1 to start dialing. A box appears,
identifying both the host and the calling
parameters in use: COM port, baud rate,
and so on. Note the message “Dialing!”
that appears at the bottom of the screen.
7 Wait approximately 30 seconds for a
connection. Note the message “Connect
14,400” that appears at the bottom of the
screen.
8 Follow the directions presented from the
host computer.
To transfer files from the other computer to To disconnect from the other computer
yours
1 Press ALT+M to access the Terminal
1 During the connection, complete any menu.
steps needed to prepare the other
2 Press F6 to choose “Hang Up.”
computer to send.
2 Press ALT+M to access the Terminal
menu.
3 Press F2 to choose “Receive XMODEM.”
4 In the box that appears, type the file
name and press ENTER. If the computer
is not currently in the directory where
you want to save the file, type a full
DOS path. For example, type
C:\REMOTE\<new file name>. Then
press ENTER.
Note File transfer through TOPTIONS uses
the XMODEM protocol.
The optional
Laptop Access
package
The optional Laptop Access package Before using the optional Laptop Access
provides a Remote Maintenance connection package, make sure you have the following
between a host computer and a support components ready.
computer through a serial cable instead
of through a modem. For host computers Laptop Access components
that do not have a keyboard, monitor, and
❑ A serial cable
mouse, Laptop Access can be used to install
VoiceMate and to accomplish some mainte- ❑ 9-to-25 pin adapters, as needed for the
nance tasks. Refer to Appendix B, “Console serial connection
access software” for a list of maintenance
❑ A Laptop Access disk with write-protect
functions you can accomplish with Laptop
tab closed
Access.
Requirements for the host computer
Laptop Access disk with write-protect ❑ One available serial port
tab closed
Requirements for the support computer
❑ One available serial port
❑ A VGA monitor
❑ A remote version of Remote Mainte-
nance 6.1j installed
See also
Console access software .......................... 309
Configuring a phone book entry ............. 187
To view and update the host computer’s voice To run the disk diagnostics
messaging screens
1 From the Direct Connect menu, choose
1 From the Direct Connect menu, choose the option for the type of disk diagnos-
“Start voice mail with Direct Connect.” tics you want to run.
2 The host computer restarts and discon- 2 Follow the on-screen prompts.
nects from the support computer.
3 At the Main menu on the support To manage files on the host computer’s hard
computer, press F6 to release the serial disk
connection.
1 From the Direct Connect menu, choose
4 Wait two minutes while the voice “Go to DOS prompt.”
messaging system restarts. The host
2 Use DOS commands to view, modify,
computer beeps once to signal that it is
copy, move, or delete files.
ready to be reconnected with the sup-
port computer.
To end a Laptop Access session
5 When you hear the beep, press ALT+LEFT
SHIFT to access the Remote Maintenance 1 At the command prompt C:\, type
Main menu. DCMENU and press ENTER.
6 From the Main menu, press F2. 2 Choose “End Direct Connect” from the
Direct Connect menu.
7 Select the Laptop Access phone book
entry and press F1. 3 Remove the Laptop Access disk from
drive A.
8 The host computer’s screen appears on
the support computer’s monitor. 4 Press the reset button on the host
computer.
Note If a host computer is not restarted
at the end of a Laptop Access session, the
modem is not able to answer a Remote
Maintenance call.
The optional
Network Access
package
See also
Console access software .......................... 309
The screen saver on the voice messaging Tip You can view two or more voice
computer must be activated before you messaging screens at the same time. For
can access the console from an Internet example, you can view an online Help topic
browser. Press ALT+X on the voice messaging and the screen it explains. To view two
system’s keyboard to activate the screen screens simultaneously in Netscape Naviga-
saver. tor, choose “New web browser” on the File
Menu. In Internet Explorer, choose “New
window” on the File Menu.
To access the voice messaging console from an
Internet browser
Notes
1 On a separate computer, start an Internet
browser, such as Netscape Navigator or • Choose the “Save” button to apply
Internet Explorer. changes to the system. Auto-Apply only
operates when making changes at the
2 At the browser’s location or address line,
voice messaging computer’s console.
type the IP address in the following
format: • To move to different voice messaging
screens by using an Internet browser,
http://XXX.XXX.XXX.XXX
use the hot spots provided on the
3 When prompted, type the Personal ID screens. Shortcut keys (for example,
and security code of a subscriber with ALT+A) can only be used at the voice
system manager status, or type the messaging computer’s console.
default system manager ID, SANDY.
• When viewing the console with a
browser, the voice messaging system’s
Banner screen displays two options:
“Console access” and “Activity reports.”
Choose “Console access” to go to the
Screen menu. Choose “Activity reports”
to go to the Reports screen. Real-time
port status can only be viewed at the
voice messaging computer’s console.
See also
Troubleshooting Network Access ............ 278
Setting up the
Hospitality
package
The Hospitality package provides a voice Customizing general Hospitality settings ........ 196
messaging service for hotel guests. This chapter
Configuring default hotel guest settings ......... 200
contains worksheets to use when you meet with
the hotel’s system manager to plan the Hospital- Adding hotel guest mailboxes ......................... 206
ity configuration process.
Building a hotel information service ................ 207
System options
Field name Description Your setting
Tall Hotel feature on Select Tall Hotel if your site has more than On
nine guest floors, or uses a guest room Off
numbering system that duplicates the first
digits of guest room numbers.
Second delay If Tall Hotel is selected, indicate the number
of seconds that the system waits for addi-
tional digits during ID collection. The
default is two seconds.
Hotel Guest Enable use of the Hotel Guest Directory by
Directory ID setting this ID. If the Hotel Guest Directory
is used, configure the opening greeting to
allow callers access to the directory.
See also
Chapter 6, Fundamental
system features ........................................... 51
Chapter 8, Setting up the
basic application ........................................ 73
System options
Field name Description Your setting
Auto transfer to When there is only one guest name that On
extension when only matches the name entered by an external Off
one match caller, automatically transfer the caller to
the guest’s extension.
Code for resetting Choose the code used to reset a hotel
hotel guest message guest’s voice mailbox for the next guest.
boxes The default code is 636.
Code for transfer- Choose the code used to transfer former
ring hotel guests hotel guests to a message storage box,
after checkout where they can review any unheard mes-
sages after checkout. The default code is
654.
Store checked-out Determine how long the system will store
guest messages checked-out guest messages. The default is
three days.
The system manager may want to provide The building block of an information
hotel guests with a hotel information service is the transaction box. Transaction
service. This service consists of menus and boxes let you design and build information
announcements that provide hotel guests services that can offer:
with helpful information by telephone.
• Regularly updated announcements
• One-key dialing to external businesses
• Recorded interview questions that
collect information from callers
See also
System Manager Guide: Using the Hospitality
Feature
Install each additional language in the 1 Go to the Screen menu and choose
order that you want the system to offer “Prompt sets.”
the language choices to hotel guests. The
2 Choose “Select language” and verify that
original system language is always offered
each language you installed is listed.
first.
3 Go to the Hospitality Settings screen.
1 Go to the C:\VMAIL directory.
4 Select “Allow language choice.”
2 Insert the HVM Prompt Disk 1 into
drive A. 5 Select “Callers hear guest language,” if
desired.
3 Type A:INSTALL
4 Follow the on-screen prompts.
5 When the process is complete, press
CTRL+ALT+DELETE to restart the voice
messaging system.
Installing the
optional PMS
Integration
package
Using this chapter .............................................. 212 Connecting the systems: PMS Integration
with Hitachi/WelCOMM telephone system ..... 226
Verifying PMS requirements and features ....... 213
Hitachi/WelCOMM: Setting up the voice
Verifying serial port requirements .................... 214 messaging system .............................................. 228
Identifying settings for the software Setting up hotel guest security codes ............. 229
installation ........................................................... 216
Testing integration features .............................. 230
Connecting the systems: PMS
Integration only .................................................. 220
As you follow the instructions for overall You will not use all the topics in this chapter.
installation, updating, or enhancement The topics that you refer to depend on:
inthe first five chapters of the Technician’s
• The type of installation you are doing
Guide, you will be led to additional topics in
(kit, VoiceMate, update, or enhance-
this chapter to complete the steps required
ment).
to install the optional PMS Integration
package. • Whether the voice messaging system
uses a serial telephone system
integration.
• Whether the voice messaging system is
integrated with a Hitachi telephone
system that has the WelCOMM package
installed on it.
For additional information about how the
optional PMS Integration package affects
the overall installation steps, refer to “Using
this guide” in Chapter 1.
The optional PMS Integration package If the voice messaging system uses a
requires one available serial port on the serial mouse
voice messaging computer. If the voice
If your system currently uses a serial
messaging system’s serial ports are already
mouse, you can install a bus mouse and
used by a serial mouse or a serial telephone
make the serial port available for the
integration, you must make a serial port
optional PMS Integration package. You can
available by installing a bus mouse or
purchase an approved bus mouse from
adding a multiport serial board.
Active Voice.
Note Before installing a bus mouse or
multiport serial card, refer to Appendix A,
If the voice messaging system includes
“Hardware IRQ and base address settings”
a serial telephone system integration
to verify that the IRQ settings are correct for
all hardware devices used on the voice If the voice messaging system includes both
messaging system. a serial telephone integration and a prop-
erty management system integration, you
must install a multiport serial board so the
computer has an available serial port for
each integration.
You can purchase an approved multiport
serial board from Active Voice, or from
another source. Follow the instructions in
Appendix C, “Hardware documentation,” to
install a board purchased from Active Voice.
Otherwise, refer to the following tasks to
install the board.
Note Active Voice cannot guarantee Tasks to complete if the multiport serial
successful communications between the board is not purchased from Active
PMS and the voice messaging system if you Voice
use a multiport serial board that is not
❑ Verify that the board has 16550 UART
purchased from Active Voice. The vendor is
support.
responsible for troubleshooting and
configuring any hardware not purchased ❑ Set one port on the board to IRQ11, base
from or approved by Active Voice. address 120 (hexadecimal). This port
will be referred to as COM11 throughout
this guide.
❑ Disable additional ports on the board.
❑ Install the board into an expansion slot
on the voice messaging computer.
Write the name of the PMS. If you are using the Hitachi/WelCOMM package, write Hitachi.
This topic describes how to connect the Hardware components included with
PMS with the voice messaging system optional PMS Integration package
through a serial link when you are not using
• RS-232 serial link cable
a serial telephone system integration or the
Hitachi/WelCOMM package. • 25-to-9 pin adapters
• Null modem adapter
• Loopback tester (used to test the serial
connection)
Depending on how the PMS is wired, you
may need a null modem adapter on the RS-
232 serial link cable.
This topic describes how to connect the Hardware components included with
voice messaging computer with the PMS optional PMS Integration package
when the voice messaging system also
• RS-232 serial link cable
supports a serial telephone integration.
• 25-to-9 pin adapters
• Null modem adapter
• Loopback tester (used to test the serial
connection)
Depending on how the PMS is wired, you
may need a null modem adapter on the RS-
232 serial link cable.
Connecting the serial link to COM11 on an Active Voice multiport serial board
A
B
A COM11
B Multiport serial board
Telephone System
This topic describes how to connect the Hardware components included with
voice messaging computer with a Hitachi optional PMS Integration package
telephone system that has the WelCOMM
• RS-232 serial link cable
software installed on it.
• 25-to-9 pin adapters
Before connecting the two systems,
• Null modem adapter
verify the following
• Loopback tester (used to test the serial
❑ The Hitachi telephone system has the
connection)
WelCOMM software installed.
Depending on how the PMS is wired, you
❑ Message integrity is disabled on the
may need a null modem adapter on the RS-
Hitachi telephone system.
232 serial link cable.
❑ The PMS and the Hitachi/WelCOMM
telephone system are connected.
To connect the voice messaging system with the Hitachi/WelCOMM telephone system
1 Plug one end of the RS-232 serial link 2 Plug the other end of the RS-232 serial
cable into the serial port (COM1) on the link into the serial port on the Hitachi
voice messaging computer. Use the labeled Data I/O. Use the screws on the
screws on the cable to secure the serial cable to secure the serial link.
link.
Hitachi Telephone
Telephone
System with WelCOMM
Package installed
Verifying that the voice messaging system is set up to communicate with the
Hitachi
To test automatic guest messaging setup at To test text message notification (if the PMS
check-in offers this feature)
1 Check in a test guest at the PMS console. 1 At the PMS console, indicate that a text
message has arrived for the test guest.
2 Go to the voice messaging system
console and sign in. 2 Go to the voice messaging system
console and sign in.
3 On the Screen menu under Hospitality,
choose “Hotel Guests.” 3 On the Screen menu under Hospitality,
choose “Hotel Guests.”
4 On the Select Hotel Guest screen, choose
the extension of the test guest’s room. 4 On the Select Hotel Guest screen, choose
the extension of the test guest’s room.
5 Verify the Hotel Guest Summary screen
settings for the test guest. 5 Verify that the words “Text Message
Waiting” display in the upper-right
corner of the test guest’s Hotel Guest
Summary screen.
6 Dial the voice messaging system to
check messages as if you were the test
guest.
7 Verify that you hear one of the following
prompts during message retrieval:
There is a message waiting for you at the
front desk, and in your voice mailbox…
Or:
There is a message waiting for you at the
front desk, but you currently have no
voice mail messages.
To test message waiting indication (if the PMS offers this feature)
1 Dial the hotel’s main telephone number 6 On the Select Hotel Guest screen, choose
as if you were an external caller. the extension of the test guest’s room.
2 Depending on how the hotel’s voice 7 On the upper-right corner of the test
messaging system is set up to answer guest’s Hotel Guest Summary screen,
external calls, either dial the test guest’s verify that the “New messages” field
extension or ask the operator to connect displays a value greater than 0 and that
you to the test guest’s extension. the value after the equal sign is greater
than 0:00.
3 When you reach the test guest’s voice
mailbox, leave a message that is at least 8 On the same screen, verify that “On” is
five seconds long. selected for the “Current lamp status.”
4 Go to the voice messaging system 9 Go to the test guest’s hotel room and
console and sign in. verify that the telephone’s message
indicator is activated.
5 On the Screen menu under Hospitality,
choose “Hotel Guests.”
See also
Troubleshooting the PMS Integration .... 282
Resolving communication parameters
problems for a PMS Integration .............. 288
1 At the PMS console, check out the test 5 On the test guest’s Hotel Guest Summary
guest according to the PMS screen, verify that the “Personal ID” field
manufacturer’s instructions. displays the following string of charac-
ters:
2 Go to the voice messaging system
console and sign in. * <Default Guest ID> <extension number>
<day of checkout on the PMS>
3 On the Screen menu under Hospitality,
choose “Hotel Guests.” For example, for a hotel guest with
extension 245 who checked out on
4 On the Select Hotel Guest screen, choose
December 10th, the “Personal ID” field
the extension of the test guest’s room.
would contain *824510 (assuming the
Default Guest ID is 8).
6 On the test guest’s Hotel Guest Summary
screen, verify that the “Extension ID”
field displays an asterisk (*) followed by
the extension number.
Setting up the
optional Active
Fax package
The optional Active Fax package provides two Setting up the fax ports ..................................... 236
voice messaging features: fax mail and fax-on-
demand. Configuring general fax delivery options ........ 238
Fax mail enables callers to send a fax directly
Changing the retry fax delivery pattern ........... 240
to a subscriber’s fax box. Subscribers can
direct the fax mail to a fax machine at their
Restricting the dialing area for
convenience.
fax-on-demand ................................................... 242
Fax-on-demand enables callers to request
delivery of documents directly to their fax Adding and setting up personal fax boxes ...... 244
machine. Callers select the document from
a fax library that is created by the system Setting up fax mail notification
manager. Subscribers can also use the fax and delivery ........................................................ 246
library to send documents to customers and
business contacts.
You must fill in the Fax Port Settings screen Filling in the Fax Port Settings screen
so the fax ports can communicate with the for each fax port
telephone system and perform one or more
of the following functions: Station Number
Type the telephone system extension
• Deliver a fax from the fax library or
number that is connected to the fax port.
personal fax box to a fax machine
• Receive incoming fax mail Status
Choose a fax port status setting from the
• Accept documents that are being submit-
list.
ted to the fax library
Tips
◆ If you are using both the fax mail and
fax-on-demand features, and have only
one fax port, you must set that port’s
status to “Send and receive faxes.”
◆ If you want to ensure that fax-on-
demand faxes are delivered promptly,
dedicate one port to the “Send” status
setting.
There are two types of fax delivery. Options you can change on the Fax
Delivery Setup screen
Fax mail delivery
You can define the general settings for both
The voice messaging system delivers a
types of fax delivery on the Fax Delivery
subscriber’s fax mail to a fax machine.
Setup screen, including:
The fax telephone number is specified
on the subscriber’s Fax Handling screen • The information that appears on the top
or in the conversation. of a faxed page
• The parameters controlling how the fax
Fax-on-demand delivery
board communicates with the telephone
The system delivers a fax from the fax
system
library to a fax machine. The caller
specifies the fax telephone number. • The page limit for fax mail and fax-on-
demand deliveries
• The limit on the number of documents
that can be requested from the fax
library
See also
Changing the retry fax delivery
pattern ....................................................... 240
Restricting the dialing area for
fax-on-demand ........................................ 242
E
A
B F
C
D
A The text or numbers that appear at the D The number of seconds the fax board
top of every fax delivered to a fax waits for a fax tone (Digital Information
machine. Usually you type the telephone Signal) after dialing out.
number that callers dial to send a fax to
E The maximum number of documents a
your system.
caller may request from the fax library
B The check box that determines whether on a single call. The recommended
information other than what is specified value is three to five.
in the “Send Station ID” field appears at
F The maximum number of pages the
the top of every fax the system delivers.
system will deliver at one time for fax
Select this check box if you want addi-
mail or fax-on-demand (excluding the
tional information, such as date and
cover sheet). For example, if a fax mail
time sent, to print at the top of the fax.
document consists of 30 pages, and this
C The sequence of digits required for the field is set to ten, the document will be
fax ports to access an external telephone delivered to the fax machine in three
line (for example, 9). Do not type a batches consisting of ten pages each.
semicolon (;) in this field, because it
interferes with the process of dialing fax
telephone numbers. Use commas (,) to
insert pauses.
If the voice messaging system dials a fax Adjust these three fields to change how
machine that is busy or unavailable, it the system performs retry attempts
makes several attempts to resend the fax
before quitting and logging an error mes- Maximum number of repeated attempts
sage. The pattern the system uses to attempt per set
resending a fax is defined by three fields on The number of times the system repeat-
the Fax Delivery Setup screen. edly attempts to deliver the fax before it
pauses. A set is one group of non-
The default settings for these three fields
interrupted attempts. For example, if this
should work for your system. However, you
field setting is three, the system dials the
may need to adjust the settings in certain
fax machine three times in a row without
situations. For example, if the system
pausing.
delivers a high volume of fax mail to only
one fax machine, you may want to increase
Delay between each set of immediate
the number of sets (a group of uninter-
attempts
rupted attempts) the system performs
Number of minutes the system pauses
before quitting.
between each set of noninterrupted
attempts before it tries again to deliver
the fax.
The default retry strategy that the system uses when a fax machine is busy or out
of paper.
You can add personal fax boxes in two ways: Creating a unique personal fax box ID
• Create personal fax boxes when you add Each subscriber’s fax box must have a
new subscribers. unique personal fax box ID. The best way to
create this is to add a digit to the beginning
• Add a personal fax box for an existing
of each subscriber’s extension. For example,
subscriber.
if the extension is 345, then the personal fax
Note You cannot delete personal fax boxes box ID might be 7345 (7 + 345). This method
after you create them without deleting the makes it easy for subscribers to remember
entire subscriber. their fax box ID.
The best method for creating personal fax
box IDs based on extension numbers is to
configure the “Default fax ID” field on the
Default Subscriber>Fax Handling screen
with a prefix digit (for example, 7) followed
by an X.
Note If the “Default fax ID” field on the
Default Subscriber>Fax Handling screen
contains a value, then the system creates a
personal fax box when you add a new
subscriber. However, if this field is blank,
the system does not create a personal fax
box when you add a subscriber.
To add personal fax boxes for new subscribers To add a personal fax box for an existing
subscriber
1 Go to the Default Subscriber>Fax
Handling screen. 1 Go to the existing subscriber’s Summary
screen.
2 Type a fax box ID pattern in the “Default
fax ID” field. For example, type 7X to 2 Choose the “Add” button.
create personal fax box IDs that are
3 Choose “Personal fax box.”
based on subscribers’ extensions.
4 When prompted, type a unique fax ID.
3 Configure options on the Default
Subscriber>Fax Handling screen with 5 Go to the subscriber’s Fax Handling
settings that represent the way most screen and customize settings as
subscribers will want their Fax Handling needed.
screens set up.
4 Add the subscribers.
5 Customize settings on subscribers’ Fax
Handling screens as needed.
Setting up the
optional Rnet
package
An Rnet setup consists of multiple voice The first step in configuring an Rnet setup is
messaging systems which deliver and to assemble the information for each site
receive messages to and from each other. and determine which sites you need to set
Rnet can be used with any voice messaging up to communicate with each other. Begin
system that uses the AMIS analog protocol. this task by completing the Rnet Planning
Worksheet for your local site. Then, for that
Each system in the setup is called a site. The
local site, fill in the information for each of
on-site voice messaging system is called the
the remote sites with which it will commu-
local site. Every other system with which it
nicate.
communicates is called a remote site. Note
that the terms “local site” and “remote site” After planning the Rnet setup for your local
are relative, depending on which voice site, check with the system managers at the
messaging system you use as a point of other sites to make sure they have coordi-
reference. nated the installation for their voice mes-
saging systems.
This version of Rnet is compatible with all
versions of Active Voice voice messaging
systems that use the Rnet feature package.
Message delivery
Phone #1 ❑ From Until rings every
Phone number ❑M ❑T ❑W ❑ Th ❑F ❑S ❑ Su minutes
1 Sign in to the voice messaging system. 8 Select the “Accept messages from remote
site” if you want the local site to receive
2 At the Screen menu, choose
messages from the remote site.
Rnet>Remote Sites
9 Select the “Deliver messages to remote
3 Choose “Add.”
site” if you want the local site to send
4 In the “Site name” field, type the name messages to the remote site.
of the remote site. You may use letters
10 Select the Phone #1 box and type the
or numbers.
number that the local site must dial to
5 Type the site identification number for deliver messages to the remote site.
the remote site in the “Country code,” Type the area or city code and number
“Area code,” and “Telephone number” in the following format: 1,206-5551234.
fields. These numbers must be identical
You must type a telephone number in
to the numbers that appear in the same
the Phone #1 or Phone #2 field. This
fields on the Local Site Setup screen at
telephone number does not have to be
the remote site’s voice messaging
the same as the numbers typed in the
console.
“Country code,” “Area code,” and “Tele-
These numbers are not the numbers that phone number” fields for the remote
the local site uses to dial the remote site. site.
They are the string of digits which the
11 Change the delivery schedule for the
remote site uses to identify itself as a
remote site if you want it to be different
valid remote site when it is calling in
than the default delivery schedule. You
to the local site.
may also set up a second telephone
6 Choose “Add.” number and delivery schedule for the
site.
7 In the “Maximum failed calls” field, type
the number of times you want the local 12 Choose “Save.”
site to attempt to call the remote site
13 Repeat steps 2–11 to set up an Rnet>
before quitting because it cannot get
Remote Site screen for each remote site
through.
that will communicate with the local
voice messaging system.
See also
Troubleshooting Rnet .............................. 298
The optional
Automatic
Replog Collection
package
Before installing Automatic Replog Collec- ❑ Verify that the “Modem speed” (baud),
tion, make a list of the remote sites and “Login ID,” and “Password” fields are
complete the following tasks for each site identical to the same fields set for the
computer: central computer.
The maximum modem speed at
❑ Specify the time for a daily OS (Operating
which Automatic Replog Collection will
System) surrender on the voice messaging
operate is 9600 baud. For the remote site
computer.
computers, you set these fields on the
The daily OS surrender causes a site
Remote Maintenance Default Phone
computer to create an archive file
Book Entry screen. For details, see
containing all Call logs (REPLOGd.m)
“Configuring a host computer’s phone
that currently exist on the computer’s
book entry” in Chapter 11, “Remote
hard disk. You specify the time for a daily
Maintenance.”
OS surrender on the Application Setup:
General Settings screen.
❑ Specify the maximum age (in days) that a
Call log can be before the voice messag-
ing system deletes it from the hard disk
at midnight.
This value is set in the “Call report
aging” field on the Application Setup:
General Settings screen. A new archive
file is created daily and only contains
Call logs that are not older than the
maximum age specified in the “Call
report aging” field.
See also
Configuring settings remotely ................. 265
Notes
• If you want to use Automatic Replog
Collection on a central computer that
is using Windows 95, you must copy
the file COMMAND.COM from
C:\WINDOWS to C:\. (Do not delete
or move the file from C:\WINDOWS.)
• Automatic Replog Collection will not
run reliably in a DOS Window under
Windows 3.1.
5 When prompted, type the login ID and 10 Press ESC to return to the Main menu.
the password.
11 Choose “Set up next gathering.” You will
6 Select “Choose/add/delete sites” from be prompted to specify whether or not
the Main menu. you want to dial out immediately or at
a later time.
7 Press INSERT to add the first site.
If you choose to delay the initial dialout,
8 When prompted, type a description,
Automatic Replog Collection prompts
telephone number, and ID for the site.
you to type the year, month, day, hour,
See the following guidelines when
and minute of the scheduled dialout.
determining these fields:
Leave the computer on until after the
Description: The description can be dialout time.
up to 30 characters in length and may
On the first contact with a site, the central
include any printable symbol and
computer checks to see if the necessary
spaces.
software is installed on each site com-
Phone number: The telephone number puter. If the software is not installed at a
can be up to 30 characters long, and may site, Automatic Replog Collection installs
contain digits, pound symbols [#], star it and then terminates the connection
symbols [*], commas [,], and hyphens [-]. with that site.
ID: The ID must be unique for each site. 12 After the connection is terminated, a
It can be a maximum of eight characters status report appears. Press ESC to return
in length and may contain any digits. All to the Main menu.
Call logs for a given site will be down-
loaded to the following directory, where
SITEID is the ID typed in this field:
C:\LOGS\GETLOGS\SITEID.
9 After you have added sites to the data-
base, select each site by pressing
SPACEBAR .
After running the initial session of Auto- Note Remote site computers that have
matic Replog Collection, both computers diagnostic traces turned on may have large
are prepared to download reports. Call logs. Automatic Replog Collection
decreases download time by automatically
filtering diagnostic information from Call
logs before archiving them.
1 At the C:\ prompt, type GETLOGS. When dialing begins, sites are dialed
one after the other until the central
2 From the Main menu, choose “Set up
computer has called all selected sites.
next gathering.”
If the central computer was not able to
3 Press SPACEBAR to highlight all sites contact a site, or if an interruption
from which you would like to download occurred during file transfer, the com-
the archived Call logs. An asterisk will puter retries each site for a maximum
appear to the left of the selected entries. of three times.
4 Press ENTER. 6 After gathering the archived Call logs,
run the anti-virus program.
5 Follow the on-screen prompts to
download reports immediately, or to Warning! The archived Call logs, since they
schedule the download for a later date are executable files, can bring any virus on
and time. the site computer to the central computer
when the files are transferred. Be sure to run
the anti-virus program regularly.
Troubleshooting
TROUBLESHOOTING 267
Troubleshooting the hardware
Problem Solution
The system is not detecting the fax If you have updated your voice messaging system
tone. to a newer version, the values which were previ-
ously in the “Startup options” field (found on the
Application Setup>General Settings screen) have
been overwritten by the installation program. Go
to Application Setup>General Settings and retype
the parameters which existed before the update.
TROUBLESHOOTING 269
Resolving tone detection problems
The parameters that define hangup supervi- Typical symptoms of a voice messaging
sion tones (GTD) and call progress param- system that is experiencing difficulty
eters are automatically configured when interpreting hangup supervision tones
you specify the telephone system on the include:
Telephone System Setup screen. Occasion-
• The system records hangup supervision
ally, these parameters need to be adjusted
tones at the end of a message.
for the telephone system you are using.
• The system does not disconnect directly
Typical symptoms of a voice messaging
after a caller hangs up.
system that is experiencing difficulty
interpreting call progress include: • The system does not detect when a caller
disconnects before transferring to an
• The system releases calls to a busy
extension.
signal when the transfer type is set to
“Await answer” or “Wait for ringback.” • The system goes off-hook for message
delivery or to activate message waiting
• The system releases calls to a ringback
indicators, but instead of dialing out, it
signal when the transfer type is set to
plays the opening greeting. The Banner
“Await answer.”
screen displays the word “Collision” for
• The system places callers on hold but the port.
does not connect them to a message box.
If your voice messaging system has
Then it either drops the line or returns to
difficulty interpreting tones, you can run a
the opening greeting.
utility that automatically updates the voice
messaging system with new tone param-
eters. Refer to the following table to deter-
mine which utility to use.
If you are using this and the system is experiencing use this utility to reconfigure
type of voice board: problems with the following: the parameters:
Dialogic Call progress USECPC
Dialogic Hangup supervision GTDETECT
Bicom Call progress or hangup CP
supervision
TROUBLESHOOTING 271
RESOLVING TONE DETECTION PROBLEMS
1 Exit to DOS and go to the directory 1 Exit to DOS and go to the directory
where the voice messaging software is where the voice messaging software is
installed (usually this is C:\VMAIL). installed (usually this is C:\VMAIL).
2 Type GTDETECT and press ENTER. After 2 Type CP and press ENTER.
the computer reboots, a menu is dis-
3 Follow the on-screen instructions to
played.
learn either hangup supervision tones
3 Select the tone you want the voice (GTD) or call progress tones.
messaging system to learn. You can
4 For each test, you will be prompted to
choose “Switch ReOrder,” “Switch Busy,”
type the extension of the tone source. If
or “Switch Dialtone.”
you are detecting Switch Busy tone, take
4 You will be prompted to type the exten- the test telephone off-hook and type the
sion number of the tone source. If you extension of the test telephone. If you
are detecting Switch ReOrder tone, type are detecting Switch RingBack, type the
an invalid extension number. If you are extension of the test telephone. Do not
detecting Switch Busy tone, take the test pick up the test telephone’s receiver
telephone off-hook and then type the during the test. If you are detecting
extension of the test telephone. If you Switch ReOrder tone, type an invalid
are detecting Switch Dialtone, do not extension number. If you are detecting
type an extension number. Switch Dialtone, do not type an exten-
sion number. When the voice messaging
5 The test is complete when the monitor
system is finished learning the tone, the
displays the menu again. After a success-
tone parameters will display.
ful test, an option will be added to the
menu that allows you to save the tone 5 To automatically update the voice
detection parameters to a file. If you messaging system with parameters
want to automatically update the voice determined from the tone detection
messaging system with the parameters process, you must type the tone
determined from the test, choose the name, when prompted. Hangup
option to save the file. supervision parameters are saved in
AVSWITCH.GTD. Call progress param-
eters are saved in AVSWITCH.BTD.
TROUBLESHOOTING 273
Troubleshooting Remote Maintenance
Problem Solution
During a restart, the There is a COM port conflict.
computer stops respond-
Try removing or disabling any mouse or expansion boards
ing completely.
such as a serial I/O board or a voice board which may be
using the same COM port as the modem. If this is not pos-
sible, try assigning the modem to another COM port. To
change the COM port or IRQ on most modems, you must
change jumpers or dip switches. If you do reassign the
COM port, follow the procedure in “Configuring the support
computer’s phone book” to modify the “Port” field in
the support computer’s default phone book entry.
The message “Unsuccess- There are several possible sources for this:
ful connection attempt”
• Check the telephone number used in the phone book
appears when attempting
entry. Make sure the number is correct.
to establish a connection.
• A faulty telephone line may have been used.
• The host computer may have the telephone line installed
in the wrong jack on the modem.
• The host computer may have a defective modem.
Problem Solution
The computer stops There is a COM port conflict.
responding completely
Try removing or disabling any expansion boards such as an
during a restart. While
SIO board or a voice card which may be using the same COM
restarting the voice mail
port as the modem. If this is not possible, try assigning the
software, the computer
modem to another COM port by reconfiguring the software.
freezes after displaying
the copyright message. If a serial integration is involved, try running the SYSCHK
utility.
Connection not A modem must be installed and properly working for the
established. system to function.
If you are using an internal modem, make sure that a modem
is correctly installed in the computer. If you are sure a modem
is correctly installed, check the modem’s COM port assignment
to ensure that it is correct. If you are using an external modem,
make sure it is turned on. Look for indicator lights and check
the On/Off switch.
Also, make sure the telephone number you are using on the
support computer to dial the host computer is correct. Check
that other information in the support computer’s phone book
entry for this host computer is accurate. Check the baud rate,
COM port, modem type, and so on.
The message “Unsuc- No modem is installed, or it is installed incorrectly.
cessful Wait-Dial-In
The host software has not been set up correctly. Verify that the
Setup” appears when
“Port” field in the default phone book entry displays the COM
system starts up.
port that is assigned to the modem (usually this is COM2).
TROUBLESHOOTING 275
TROUBLESHOOTING REMOTE MAINTENANCE
TROUBLESHOOTING 277
Troubleshooting Network Access
TROUBLESHOOTING 279
Troubleshooting Hospitality
Wake-Up Call
Problem Solution
Wake-up calls are made Create the Wake-Up Call Log report to determine the time
much earlier than the difference between the requested times and the actual
guest’s requested times. times of the wake-up calls for the problem days.
Check the wake-up call greeting length. If this greeting has
been changed, and is longer than six seconds, suggest a
shorter greeting to the system manager.
If the wake-up call greeting length is the same as, or similar
to, the default greeting, there may be insufficient port capacity
to handle the call volume. You can:
• Add more ports with dial-out capability.
• Set one port to “Message only,” so that it won’t interfere
with message waiting indicators.
If the problem still exists, or no additional ports are available,
create the Busy Ports report and call Active Voice Technical
Support to request assistance balancing system demand with
port capacity.
Tall Hotel
Problem Solution
Calls or messages to Verify the circumstances of the misdirected calls by creat-
guests occupying rooms in ing the Call Log report for the days that the misdirected
floors 10 and above are calls occurred.
intermittently misdirected
Verify that under Hospitality Settings, “second delay” is set to
to other guest rooms.
at least two seconds.
Check to see if the misdirected calls could be the result of
hotel employees anticipating system instructions and enter-
ing numbers prior to the actual system instructions to do so.
If this appears to be a likely cause, suggest the system man-
ager provide additional training for hotel staff members.
Transfers to short exten- Verify that the “Integration option string” on the Telephone
sions fail, or callers System Setup screen is set to TIA,,,
remain on hold without a
transfer attempt.
TROUBLESHOOTING 281
Troubleshooting the PMS Integration
To turn the Serial Output To File feature on To verify that the serial port is sending and
and off receiving serial packets
1 At the voice messaging system’s Banner 1 On the voice messaging system, plug the
screen, press ALT+0. The message “Serial loopback tester into the serial port that is
Output To File is on” appears. being used for the PMS Integration.
2 To turn off the Serial Output To File 2 At the Banner screen, turn on the Serial
feature, press ALT+9. Line Monitor by pressing ALT+8.
3 Press ALT+2 to request a resynch.
4 Verify that the Serial Line Monitor
displays a serial packet being sent and
received.
TROUBLESHOOTING 283
TROUBLESHOOTING THE PMS INTEGRATION
Problem Solution
When the Serial Line Verify that communication parameters on the voice messag-
Monitor is turned on, ing system are set correctly. For details, see “Resolving
characters appear on communication parameters problems for a PMS Integration.”
the screen when you If you still experience problems with the integration, refer to
check in a guest, but no the solution described for the problem, “Some PMS features
hotel guest is created do not work.”
on the voice messaging
system
When the Serial Line Make sure the systems are connected correctly. For details,
Monitor is turned on, refer to the appropriate topic in Chapter 15, “Installing the
no characters appear optional PMS Integration package.” The topic you refer to
on the screen depends on whether you are using a PMS Integration only,
a serial telephone integration, or the Hitachi/WelCOMM
package.
No communications Hardware:
If you are updating an existing voice messaging system, verify
that you have plugged the system key into the parallel port
on the voice messaging system computer.
Make sure that the serial link used with the PMS Integration is
firmly connected to COM1 (if no serial telephone integration) or
COM11 (if a serial telephone integration is also being used) on
the voice messaging system.
Depending on how your PMS is wired, the serial link may
require a null modem adapter. For details, refer to the note in
“Connecting the systems: PMS Integration only.”
If you are using a multiport serial board, verify that you have set
the dip switches correctly for it. See the separate Serial Board
Notes in Appendix C, “Hardware documentation.” If you used a
serial board purchased separately from the PMS Integration,
follow the manufacturer’s instructions to set it up to use the
hardware interrupt and base address settings listed in Appendix
A, “Hardware IRQ and base address settings.”
Test your cable for defects by using a replacement serial link
cable.
Problem Solution
No communications Software:
Verify that the software version on the voice messaging
system is correct. Go to the voice messaging system’s Banner
screen and choose “Version.” Look for HVM PMS, which
indicates that the Hospitality Package (HVM) and the PMS
Integration (PMS) are both installed.
Check that you have the correct version and release of the
PMS.INI file.
Check that the SBPMS.INI file on the voice messaging system
has the identical communication parameters as those used by
the PMS. For details, see “Resolving communications parameter
problems for a PMS Integration.”
Use a text editor to check the PMS.INI file on the voice
messaging system. Check that the correct protocol is displayed
at the beginning of the file. If the PMS.INI file is not the correct
file for your protocol, locate the correct file name in the
C:\VMAIL\PMSINI directory or on the PMS disk. Look for the
.INI file that matches your PMS protocol (for example, the CLS
protocol file name is CLS.INI). Copy the file that contains the
correct protocol to the C:\VMAIL directory. Be sure to name the
file PMS.INI.
Verify that the PMS is set up for a voice messaging integration.
To determine this, see the PMS documentation or contact the
PMS manufacturer.
TROUBLESHOOTING 285
TROUBLESHOOTING THE PMS INTEGRATION
Problem Solution
Intermittent Make sure that the serial link cable used with the PMS
communications Integration is firmly connected to the voice messaging
system and the PMS.
Test your cable for defects by using a replacement serial link
cable.
Some PMS features do not work
Use a text editor and check the PMS.INI file on the voice
messaging system. Verify that the beginning of the file displays
the correct protocol used for your PMS, depending on what
you are using with your PMS Integration.
The PMS.INI file may be corrupt. Either replace the file with a
backup version or copy the correct one from the PMS disk. If
you copy the file from the disk, locate the correct file name on
the disk. Look for the .INI file that matches your PMS protocol
(for example, for the CLS protocol, the file name is CLS.INI).
Copy the file that contains the correct protocol to the C:\VMAIL
directory. Be sure to name the file PMS.INI.
Data is being sent from The PMS is not sending information properly to the voice
the voice messaging messaging system. For troubleshooting steps, see your PMS
system to the PMS, but documentation or contact the PMS manufacturer.
not from the PMS to the
Verify that there are no hardware interrupt (IRQ) conflicts
voice messaging system
between the multiport serial board and any other device.
Verify that the dip switches are set correctly for the multiport
serial board. See the separate Serial Board Notes in Appendix
C, “Hardware documentation.” If you use a serial board
purchased separately from the PMS Integration, follow the
manufacturer’s instructions to set it up to use the hardware
interrupt and base address settings listed in Appendix A,
“Hardware IRQ and base address settings.”
Problem Solution
“I’m sorry, I did not hear Wait several minutes. In some situations, it may take a few
your selection ” plays minutes after check-in before the PMS sends the new guest’s
when a recently checked- information to the voice messaging system.
in guest tries to use voice
If Easy Message Access is used with the PMS Integration, make
mail
sure that it is set up correctly. Easy Message Access is available
on some telephone systems and provides message retrieval
via programmable speed-dial keys at each extension. Verify
that the telephone system is correctly programmed and that
the voice messaging system is correctly set up for use of Easy
Message Access. For details on Easy Message Access, see the
Telephone System Integration Guide.
Problems with the Make sure that the devices do not conflict; that is, that the
installed serial telephone serial board added for the PMS Integration does not have a
system integration hardware conflict with any system hardware. For additional
troubleshooting steps, see the Telephone System Integration
Guide.
Technical Support
If you need to contact Technical Support for ❑ Telephone number for the Remote
help with the PMS Integration, please be on Maintenance modem’s extension
site and have the following information
❑ PMS software used, including version
ready before calling:
and release identification
❑ Description of the problem
❑ Brand of property management system
❑ Name of the voice messaging system
❑ If integration to the PMS is through a
software and version
telephone system, the brand and release
❑ Type of telephone system number of the system
❑ System key serial number
TROUBLESHOOTING 287
Resolving communication parameters problems
for a PMS Integration
IRQ= 3
numPorts= 1
isrBitMask= 0
isrMode= 0
[Port1]
number= 7
address= 2f8
statusAdr=
baud= 2400
flowControl= none
parity= none
dataBits= 8
stopBits= 1
bitMask= 1
rcvLen= 200
xmitLen= 200
; eof
TROUBLESHOOTING 289
RESOLVING COMMUNICATION PARAMETERS PROBLEMS FOR A PMS INTEGRATION
To determine settings for the communication To verify settings for the communication
parameters used by the PMS (or the Hitachi/ parameters used by the voice messaging
WelCOMM telephone system) system
TROUBLESHOOTING 291
Troubleshooting Active Fax
TROUBLESHOOTING 293
TROUBLESHOOTING ACTIVE FAX
Problem Solution
Fax mail deliveries to an Call the fax number and verify that you hear fax tone. If you
external fax machine are do not hear a fax tone, the fax number is incorrect. Type the
not working. correct number.
Verify that the “Outdial access sequence” field on the Fax
Delivery Setup screen contains the number that must be
dialed to reach an external line.
Fax mail cover sheet is Go to the subscriber’s Summary screen and type the name
not addressed. in the “Name” field.
Fax mail is not delivered Have the subscriber call the voice messaging system and
to the fax machine after access setup options to verify that the fax delivery telephone
the subscriber requests number is the correct number for the fax machine. The
fax delivery. subscriber may have changed delivery to go to an external
line, rather than a number at your organization.
Problem Solution
Callers are on hold and If the system has only one fax port, check that the status
cannot get through to a fax is set to “Send and receive faxes.” If the system has one
machine. fax port and the problem persists, you need to add
additional fax ports. Contact your representative for
information.
If your system has more than one fax port, make sure that
at least one fax port is set to a status which will receive
faxes (“Receive faxes” or “Send and receive faxes”).
“I’m sorry, I can’t receive a fax Verify that the correct fax port station number has been
at this time.” typed in the “Station number” field on the Fax Port
Settings screen. Verify that the system key is firmly
This plays when a caller tries
plugged in to the parallel port.
to deliver a fax message or
perform another fax mail The fax dispatcher program may need to be reloaded. Wait
function,or: until after hours when no voice or fax ports are busy, then
restart the voice messaging system. Send or receive a fax to
“I’m sorry, I can’t deliver a fax
test the system.
at this time.”
If there is still a problem, you may not have the correct key,
This plays when a subscriber
or the key may be defective.
tries to deliver a fax message
to a fax machine.
No answer when trying to You must temporarily change a fax port status to receive
call the system to submit a the document submission to the fax library. Set a fax
document to the fax-on- port status to “Fax library submission.” When you are
demand fax library finished submitting the document(s), reset the fax port
to its original status setting.
TROUBLESHOOTING 295
TROUBLESHOOTING ACTIVE FAX
Problem Solution
Personal fax box cannot be deleted. To delete a personal fax box you must
delete the subscriber. However, you can
make personal fax boxes inaccessible. To
do this, go to the subscriber’s Fax Handling
screen and type $ at the beginning of the
subscriber’s Fax ID.
The system fails to transfer callers Verify that the correct telephone system
sending fax mail messages. Callers hear: extension number is typed in the “Station
number” field on the Fax Port Settings
“I’ll transfer you to a fax machine now.
screen.
When you hear the fax tone, press the Start
button on your fax machine.”
After this, callers hear the opening greeting
after a long pause.
Problem Solution
Trimming the top of fax library originals This capability works with faxes originating
is not working when adding documents only from CCITT Group 3 fax devices. Use a
to the fax library. Group 3 device to transmit the new docu-
ment to the fax-on-demand library.
M189-3 E9-0 D0 appears on the Banner Verify that the correct telephone system
screen or the Call log. extension number is typed in the “Station
number” field on the Fax Port Settings
screen.
M238-36 E9-0 Dx appears on the Banner A caller tried to transmit a fax to the system,
screen or the Call log. but no fax port was properly set up to
answer the call. At least one fax port needs
to be set to “Receive faxes” or “Send and
receive faxes.” For details on status settings,
see “Setting up the fax ports” in Chapter 16,
“Setting up the optional Active Fax package.”
The Fax Port Settings screen does not Go to the voice messaging system directory
display the same number of ports as (typically this is C:\VMAIL) and type
there are fax boards installed. RECONFIG. Answer the on-screen prompts.
TROUBLESHOOTING 297
Troubleshooting Rnet
TROUBLESHOOTING 299
TROUBLESHOOTING RNET
TROUBLESHOOTING 301
TROUBLESHOOTING RNET
TROUBLESHOOTING 303
A P P E N D I X • A
Hardware IRQ
and base address
settings
Console access
software
Hardware
Documentation
INDEX 351
Index
B C
backup Call log
floppy disk vs. tape 144 downloading from remote sites 262
recommendations 145 fax-on-demand error message 241
using Toolkit 144 number of days saved 66
when to make one 146 Call menu option 164
bad ID, how system handles 66 call progress
“Bad local ID,” Rnet status message 299 frequency-based 4
Banner screen troubleshooting 270
“Collision,” port status message 270 call screening
M189-3 E9-0 D0 appears 297 configuring transfer types for 58
M238-36 E9-0 Dx appears 297 described 52
baud rate setting up for subscriber 119
configuring for Automatic Replog Call Transfer screen 116
Collection 258, 260 calling area, restricting for fax-on-demand 243
configuring for PMS Integration 219 check-in, testing PMS Integration 231
Laptop Access, configuring for 187 checkout, testing PMS Integration 233
modem requirements 13 circular hunt groups vs. terminal hunt
PMS Integration, configuring for 291 groups 26
Remote Maintenance, clock, configuring for system 14
configuring for 154, 161 CNG option 93
BBS, connecting with 181 “Collision,” port status message 270
Bicom voice board 4 COM ports
billing log 179 Automatic Replog Collection 260
bulletin board service (BBS) 183 hardware assignments 306
bus mouse 214, 306 PMS Integration 216
busy Remote Maintenance 154, 161
extension 58 comma (,)
fax machine 96, 240 to insert pause 61, 239
busy tone, recorded in message 270 to override access code 60
communication parameters
for Automatic Replog Collection 258, 260
for PMS Integration 217
communication settings
for PMS Integration 291
for Remote Maintenance 155, 161
communications not occurring, PMS 284
INDEX 353
C–D
E F
edit messages 120, 247 fax board
enrollment 129, 130 connecting 30, 48
error messages installing 17, 45
“Collision” on Banner screen 270 waiting for fax tone 239
demonstration copy, system key not fax delivery
found 23 limiting fax-on-demand requests 239
fax mail not delivered 241 limiting page count 239
M189-3 E9-0 D0 297 resending faxes 240
M238-36 E9-0 Dx 297 restricting dialing area 243
Rnet 299 setting up for personal fax mailbox 247
errors, notifying subscribers 66 Fax Delivery Setup screen 241
exchange 242 fax detect
Extended Toolkit, installing 44 automatic vs. manual 93
Extension ID field and PMS Integration 233 setting up system for 92
extension number troubleshooting 269
addressing messages by 128 Fax Handling screen 246
as part of personal fax box ID 244 fax ID, Public fax box 95
as part of personal ID 114 fax library, limiting number of requested
assigning to fax ports 236 documents 239
busy 58 fax machine
transfer calls to 116 busy 96, 240
external callers connecting for Public Fax box 92
exchanging two-way messages 140 transferring faxes to 95
reviewing messages 120, 247 fax mail
telephone number for system 68 adding personal fax mailboxes 245
transferring to extension 116 deleting personal fax mailboxes 244
with different telephone keypads 70 delivered upon request 247
external lines delivery options 247
accessing through fax ports 239 described 235
accessing through voice ports 60 error mesage when not delivered 241
programming for system 27 high volume of 240
pulse dialing vs. tone dialing 61 immediate delivery 247
special dialing characters 61 limiting page count 239
telephone number for system 68 notifying subscriber of 247
testing 29 setting up fax ports for 237
extracting Call log files 264 subscriber is not notified of 246
Fax Port Settings screen 236
INDEX 355
F–H
fax ports G
accepting fax library submissions 237 General Settings screen
adding to existing system 45 automatic directory assistance 80
setting up 237 Automatic Replog Collection 258
fax tone described 66
fax board waiting for 239 message groups 138
system detects 92, 93 general tone detection 270
system is not detecting 269 greeting
fax-on-demand actions after greeting 57
delivery options 239 described 56
described 235 transferring caller to 116
error message when fax not delivered 241 Greeting keys 40
limit on documents requested 239 group hunting code 27
restricting dialing area 243 GTD (general tone detection) 270
setting up fax ports for 237 GTDETECT utility 270, 273
faxes guests 140
changing headers 239 See also hotel guests
limiting for fax-on-demand delivery 239
logo stretched 293
H
system automatically detects 92
hangup supervision, troubleshooting 270
transferring to Public Fax box 95
hard disk
voice annotation 96
backing up 145
FDISK 15
full 66
features, PMS Integration package 213
increasing available space 36
File Menu screen, described 169
kit requirements 12, 14
files
optimizing 36
deleting 172
partitioning and formatting 14
editing 174
saving messages on 66, 120
managing with Laptop Access 189
update requirements 35
overwriting duplicates 170
hardware
transferring 182
adding to existing system 42
viewing 173
IRQ and base address assignments 306
first name, directory assistance by 81, 132
kit requirements 16
floppy disks 144
optional package requirements 17
formatting, hard disk 15
PMS Integration 215
“Frame error,” Rnet status message 300
programming telephone system 26
frequency-based call progress 4
returning for credit 268
full, hard disk is 66
troubleshooting 268
INDEX 357
I–M
INDEX 359
N–P
INDEX 361
R-S
INDEX 363
S–T
INDEX 365
V-Z